Service Manager: Outpatient Centres Reports to:Associate Director Outpatient & Diagnostic Centres Department:Cromwell Hospital LocationCromwell Hospital, London 8. Job Purpose: To provide operational and strategic business planning and leadership to support the development and growth of the Cromwell Hospital managed Outpatient Clinics including a broad spread of specialties spanning Audiology, Lung, Sleep, Neurophysiology, Primary Care, Mews Outpatients and the Urgent Care Centre. Effective oversight and management of contracts and services with key partners and third party contracted service providers. Directs, coordinates, and supports the associated service delivery at Hospital; including operational management, collaboration with delivery partners (specifically consultants), to drive growth, efficiency, and outstanding experiences for patients and our people. To lead the review of relevant strategies and service plans to underpin the strategic objectives of the Hospital. To build relationships with key stakeholders to support the delivery of Cromwell Hospitals strategy. Leadership Provide strong visible leadership across the services. Drive employee engagement and Customer/Patient Recommendation/Satisfaction across the services. Responsible for ensuring the service works within the regulatory compliance framework, including CQC directives. Maintain standards of governance, quality, safety and care across the service. Ability to liaise and engage positively with all stakeholders, including Consultants and referrers. Collaborate with key stakeholders and existing and new delivery partners; identify opportunities to deliver and gain shared value, and unique points of difference for patients and referrers. Develop and maintain strong relationships across Bupa Health Services Business Unit, supporting a seamless patient journey and Bupa Health Services strategy to deliver exceptional patient experience and connected care. Set profit generation and efficiency in conjunction, with Finance Business Partner. Review/develop the service strategy underpinned by a business plan which will be led to deliver growth and profit generation. Lead the establishment of conducive commercial partnerships supported by the relevant business function and executive. Develop an approach to business development ensuring that potential opportunities and threats to the hospitals services are identified and responded to appropriately, assuring the Hospital responds to/takes advantage of market trends. Own and maintain key performance measures for the services, which monitor key outcomes, and demonstrate delivery of ambitious targets to continually improve performance. Create strategies, and execute them to continually drive improvements across all core performance indicators. Ensure that all staff working within the service are clear about what is expected and are working together in successful teams to achieve the hospitals vision. Ability to multi-task between hands-on operational duties if required, people management, rota management and compliance management. Manage the delivery of all agreed outputs of the Service by: Exercising the authority to resolve day-to-day management issues within the Service. Holding operational and clinical leads to account for delivery of their objectives through regular performance review meetings. Ensure sufficient data availability within the Division to monitor and track performance and to satisfy reporting requirements. Providing appropriate input and challenge to clinical and business corrective plans where necessary. Controls Assurance, Clinical and Corporate Governance and Health and Safety Monitor compliance across the services/locations with overarching policies and procedures and take remedial action with accountable managers where shortfalls occur. Ensure appropriate measures and management are in place to monitor care quality and service provision within contracted partnerships. Line manage, coach and develop Clinical Leads and conduct annual performance appraisals in conjunction with the Clinical Director and that this is in line with Service strategic and organisational plans. Encourage the development of collaborative and effective multi disciplinary teams. Support Heads of Department and Clinical in the coaching, mentoring and development of their line management team. Lead and oversee workforce planning within the Service and implement recruitment and retention plans that enable the service to be delivered to a high standard. Ensure appropriate communication systems are in place for involving and supporting staff within the Service. Financial Management Act as an authorising signatory for capital and revenue budgets within limits agreed with the Finance Director Ensure that all Divisions staff comply with the Hospitals Financial mandates. Develop a capital equipment priority list for the Division and prepare business cases to support the acquisition and maintenance of required capital equipment. Manage reporting on budget positions across the Division in delivering the accountability for ensuring internal and external financial targets are achieved. Manage resource utilisation and expenditure against control targets. Support financial performance of the Hospital in identifying and delivering cost improvements and efficiency gains across the Division. Manage the implementation of systems, control processes and risk management arrangements to support monitoring of compliance with clinical governance standards, other Hospital wide policies and processes and best practice requirements. Manage the resolution of complaints and issues with patients, staff, suppliers, other internal and external service providers and partner organisations in a timely and appropriate manner in line with Hospital policy, procedures and service delivery values and priorities. Support, alongside the Integrated Governance Lead, Nurse and Clinical Leads and other clinical staff, root cause analyses and trend analyses of all complaints and adverse incidents. Qualifications, experience and skills required Healthcare Professional with previous clinical experience Educated to degree level or equivalent, with significant experience in Healthcare Operations Management, People Management, Relationship Management and Profit and Loss Management. The ability to work in an environment where relationships with operations, senior managers and professional groups are key to success Excellent interpersonal skills with the ability to manage and understand the impact of competing pressures and conflicting priorities. Enthusiasm, drive and energy The ability to work well under pressure and deliver to tight deadlines at the same time, taking the team with you on the journey The following attributes are required; Healthcare professional background Excellent working knowledge of the clinical regulatory environment Excellent interpersonal, communication and presentation skills, including listening and facilitation skills Good numerical and analytical ability High energy and engagement at team player Successful implementation of projects both through own involvement and through others demonstrating visible results Results driven, high levels of determination and initiative Understanding of strategic issues and frameworks and how these impact on the business Ability to build relationships and influence diverse sets of audiences, confident, engaged and a natural leader Health & Safety Be aware of, and conversant with, the Health and Safety at Work Act and comply with the regulations set down to ensure safety to patients, visitors and colleagues. Record all accidents and untoward occurrences according to Hospital policy. Attend fire lectures and fire drills in accordance with the law and to be fully aware of the position of fire alarms, emergency equipment and exits. Attend all mandatory training required. Confidentiality and Disclosure of Information In the course of your normal work you will come into possession of confidential information concerning patients, the Cromwell Hospital and its staff. This information should be treated confidentially and in accordance with Cromwell Hospitals policy, the Data Protection Act (1989) and European Union regulations. Data/Security The post holder is responsible for ensuring that he/she maintains the integrity and quality of both computerised and manual data.